myHermes postage fees

rycarr18

Hi,

I want to get some advice about how to get my money back. So i sent a pair of roof bars using myhermes that cost me 9 pound something. They came and picked up the parcel and after a few day i got an email requesting an additional £5.50 because my parcels apparently weighed 11kg (i put my parcel in the 5-10kg weight band). I was told if i didnt pay in in 5 days they would dispose of my parcel so I reluctantly paid.

The parcel was delivered today and i asked the reciever to weigh it. It came in at 6.88kg, i have a photograph of this. I went back to myhermes and asked them to refund me as the parcel obviously was not 11kg. I was given the following response:


Response By E-mail (Jehan) (23/06/2015 08.56 PM)
Dear Ryan Carr,

Regarding parcel number: 9623736250616989

Thank you for contacting myHermes.

Unfortunately, we will not be able refund your postage costs for the parcel.

As previously stated our emails, we use scales approved by EC and are government stamped by Weights and Measures.

Since the depot advised the parcel was underpaid. Therefore, we had to charge you additional amount for the parcel, as per our terms and conditions.

Once again please accept our apologies as we can not assist you any further on this instance.

If we can be of any further assistance please do not hesitate to contact us.

Kind regards,

Jehan

Customer Service Advisor
myHermes Customer Services

Its only an extra £5.50 but im quite annoyed as i have obviously been ripped off by a large company which is unacceptable.

Anyone have any ideas on whats best to do to report this? And get my money back?

Cheers

Ryan

skivenov

Did you pay by card or PayPal? They tried it with me, so I ignored and they delivered it a day later anyway.

I've started weighing mine before despatch and writing the weight on the box. Strangely not had them try it on since.

jeffuk

When I recently had a problem (refund after being charged twice) with Myhermes I got it sorted fairly quickly via their Facebook page.
https://www.facebook.com/myHermesdelivery?fref=ts

rycarr18

skivenov,

I paid by paypal.

martindow

Has your buyer weighed the entire parcel or just the bars? The weight of the packaging could explain the discrepancy.

theonlywayisup

Were the roof bars too big for the service you used? Is the volumetric weight the issue?

https://www.myhermes.co.uk/our-services/parcel-size-calculator.html